Assistant Manager - Online Reputation Management

Mashreq · India

Job Purpose :

To manage complex social media interactions, complaints, and customer escalations while supporting the Social Care Manager in the day-to-day supervision of social care operations. The role is responsible for handling high-risk and sensitive social media cases, monitoring operational performance, managing queues and ageing, ensuring SLA compliance, and providing guidance to Social Care Agents to maintain service excellence.

Responsibilities

As the Assistant Manager-Social Care, you will play a crucial role in enhancing the customer experience and maintaining a positive online presence for Mashreq. Your expertise in social care and ORM will be instrumental in driving customer satisfaction and brand reputation. You will lead a diverse team, collaborating with cross-functional partners to deliver an exceptional customer journey.

Advanced Customer & Complaint Management

• Handle complex, sensitive, or escalated customer interactions received through social media channels.
• Manage high-risk complaints, reputational risk cases, executive escalations, and customer dissatisfaction cases.
• Act as the primary escalation point for frontline Social Care Agents.
• Drive timely resolution of critical and sensitive customer issues.

Operational Supervision

• Support daily management of social media operations.
• Monitor work queues, case allocation, ageing, backlogs, and SLA performance.
• Ensure work is distributed effectively across the team.
• Escalate workload, capacity, or service risks to the Social Care Manager.

Quality & Coaching

• Review customer responses and case handling quality.
• Provide real-time guidance and coaching to Social Care Agents.
• Support onboarding and training of new team members.
• Promote adherence to complaint handling procedures and social media standards.

Customer Sentiment & Risk Monitoring

• Monitor social media activity for potential reputational, regulatory, or service risks.
• Identify emerging customer concerns and escalating trends.
• Escalate significant customer sentiment issues to the Social Care Manager.

Reporting & Governance

• Track team productivity, SLA adherence, backlog, and service performance.
• Assist in preparation of operational reports and management information.
• Ensure proper complaint logging, case management, and documentation standards are maintained.

Support audit, compliance, and governance requirements.

• Analyze complex customer complaints, social media escalations, and sensitive cases to identify root causes and determine appropriate resolution strategies.
• Resolve customer issues by coordinating with internal stakeholders across business, operations, technology, and support functions.
• Monitor queue performance, ageing, backlog, and SLA adherence, taking proactive actions to address service gaps and operational bottlenecks.
• Identify recurring customer issues, complaint trends, and process weaknesses, recommending corrective and preventive actions.
• Apply analytical and problem-solving techniques to improve service quality, customer satisfaction, operational efficiency, and complaint resolution effectiveness.

Knowledge , Skill, Experience

Qualification & Experience

• Bachelor's Degree preferred.
• 3–5 years of experience in Customer Service, Complaints Management, Contact Centres, Digital Customer Service, or Social Media Customer Care.
• Prior experience handling escalations and complaints preferred.
• Experience in team coordination, queue management, or supervisory responsibilities preferred.
• Strong stakeholder management and communication skills.
• Strong written communication skills in English (Arabic preferred).

Knowledge Requirements

• Customer service principles and service recovery techniques.
• Advanced complaint handling and escalation management.
• Social media customer engagement standards.
• Social media crisis and high-risk case management.
• Social Care Management Platforms (Sprinklr or equivalent).
• CRM systems and case management processes.
• Bank products and services.
• Customer Experience (CX) principles.